Troubleshooting

Following is a list of potential problems while using VersaLex.  The list covers general problems.  For technical support, call 1-866-444-2536 or email support@cleo.com. 

The VersaLex application will not install – installer stops

Possible cause: Windows desktop does not have enough display colors.

Possible solution: Increase the number of display colors.

The VersaLex application will not install – Message "No GZIP found"

Possible cause: Unix platforms require either GZIP or ZIP be installed as a prerequisite.

Possible solution: Install GZIP or ZIP.

The VersaLex application will not install; Message "Can't connect to X11 window server ..."

Possible cause: Unix platforms require an X window to run the GUI installer.

Possible solution: Either run the installer in an X window or run the installer with console mode turned on (-i console).

The VersaLex application will not install – Message box: "Magic number does not match" or "The program is too big to fit into memory"

Possible cause: Windows virus scanning software is running.

Possible solution: Stop virus scanning software and retry.

Possible cause: Downloaded size of install does not match advertised size

Possible solution: Retry or obtain VersaLex via another media

The VersaLex application will not execute

Possible cause: Java Virtual Machine is missing.

Possible solution: Reinstall VersaLex and include the JVM in the download

Possible cause: license_key.txt is invalid.

Possible solution: See Registering your serial number

Possible cause: \logs\ \ VersaLex.xml file is corrupted.

Possible solution: If you cannot open log file in a browser, archive or delete the file.

Possible cause: \conf\Options.xml file is corrupted.

Possible solution: If you cannot open log file in a browser, archive or delete the file.

Possible cause: \lib\LexiCom.jar, \lib\lexbean.jar, or lax.jar file is missing or corrupted

Possible solution: Reinstall VersaLex

Possible cause: An exception is occurring at startup

Possible solution: Look in the logs\ directory for a file named exception.txt.  If it exists, it will contain the date and time of the exception and a trace.

Cannot see the VersaLex application window

Possible cause: Using PCAnywhere.

Possible solution: In PCAnywhere, go to Tools > Options > Host operation and set the video selection option to Compatibility.

Message box: "VersaLex requires Java VM version x.x, found Java VM version x.x"

Possible cause: Java Virtual Machine too old or too new

Possible solution: Reinstall VersaLex and include the JVM in the download

Message box: "Invalid license string" or similar error

Possible cause: license_key.txt file is corrupted

Possible solution: See Registering your serial number

Message box: This license requires Host ID "xxxxxx".  Your Host ID is "yyyyyy".

Possible cause: Permanent licenses are for a specific install of the Cleo VersaLex application.  A permanent license cannot be used for two different installs,

Possible solution: Purchase another copy of VersaLex.

Possible cause: The license_key.txt has been incorrectly created for the wrong host ID.

Possible solution: Contact Cleo support

Message box: This application has been copied to another location.  Please re-license it with your existing license key.

Possible cause: Backup utility is modifying time/date stamp oflicense files.

Possible solution: Exclude the \.license subfolder from the backup. Delete the \.license subfolder.  If the product is still under a temporary license, see Registering your serial number. If the product has been permanently licensed, contact Cleo support.

Message: Exception: "java.lang.ClassNotFoundException: com.cleo.LexiCom.beans...

Possible cause: VersaLex bean lib\_.jar file is missing

Possible solution: Reinstall the VersaLex application.

Possible cause: \hosts\_.xml or \hosts\preconfigured\_.xml file refers to an unknown bean class

Possible solution: Reinstall VersaLex

Host icon not displaying in tree

Possible cause: VersaLex bean lib\_.jar file is missing or corrupted

Possible solution: Reinstall VersaLex

Message: Exception: "org.xml.sax.SAXParseException: ...

Possible cause: \hosts\_.xml or \hosts\preconfigured\_.xml file is corrupted

Possible solution: If you cannot open host file in a browser, then manually correct or delete the file. Reinstall the VersaLex application to reinstall pre-configured hosts.

Message: Warning: 'xxx' property specified in 'xxx' element in host file 'hosts\_.xml' does not exist; value not set in 'Xxx' host

Possible cause: \hosts\_.xml or \hosts\preconfigured\_.xml file contains unknown property name

Possible solution: Host is still usable. Reinstall the VersaLex application to reinstall pre-configured hosts.

Dial-up internet connection failing (Windows users only)

Possible cause: LexiComDialer.exe not installed in the VersaLex home directory

Possible solution: Reinstall the VersaLex application and include Cleo LexiCom Dialer in the install.

Possible cause: Invalid dial-up setup

Possible solution: See Setting up a dial-up connection (Windows users only)

Possible cause: Connection timeout value too small

Possible solution: See Specifying default host directories

Possible cause: Hardware or other problem

Possible solution: Solution is outside VersaLex

Initial connection to host times out

Possible cause: Local packet filtering firewall is blocking traffic

Possible solution: See Reviewing TCP/IP port usage

Possible cause: Local forward proxy is required

Possible solution: See Configuring for a proxy

Possible cause: Connection timeout value too small

Possible solution: Increase the host timeout value

Possible cause: Server is down or experiencing difficulties

Possible solution: Retry.  If problem persists, contact server administrator

Initial connection to host fails

Possible cause: Server address is a fully-qualified name, and it cannot be resolved

Possible solution: If ping cannot resolve the fully-qualified name, change the host server address to an IP address

Possible cause: Network address unreachable

Possible solution: Unless need to setup dial-up connection, solution is outside VersaLex

Possible cause: Wrong network parameter

Possible solution: Check host general, protocol, and firewall settings.

Possible cause: Wrong login parameter

Possible solution: Check mailbox and action settings

Possible cause: Server certificate not trusted or client certificate missing or invalid

Possible solution: Check trusted Certificate Authorities (see Certificate management ) and check host and mailbox security settings

VersaLex application is slow starting up

Possible cause: \logs\ VersaLex.xml file is too large

Possible solution: Archive or delete the log file.

Command prompt window showing up behind GUI window

Possible cause: Using wrong executable

Possible solution: Use VersaLex.exe rather than VersaLexc.exe.

Command line options not printing any messages

Possible cause: Using wrong executable

Possible solution: Use VersaLex.exe rather than VersaLexc.exe

Message Exception:"java.io.IOException: Unable to create xxx 'xxx' directory (The directory path syntax may be incorrect)."

Possible cause: Directory is on a mapped drive and the Cleo VersaLex application is running as a Windows service

Possible solution: By default, windows services run under a SYSTEM user and do not see mapped drives.  Either do not run VersaLex as a service or use the full network path name for the directory (for example, instead of G:\in use \\server\\sharename\in) and change the service's logon account.